SRP, a leading utility company, employs over 5,000 individuals across diverse professions, yet a significant number share a common starting point: our esteemed customer service center. This entry point offers robust career prospects within SRP and is a testament to the company’s commitment to customer satisfaction and employee growth.
Launch Your Career Path as a Customer Service Representative
SRP actively seeks applications for customer service representatives multiple times annually. Successful candidates embark on their journey with comprehensive virtual training, equipping them with the skills to excel. Following this initial phase, the role transitions to a hybrid model, blending the best of both worlds with two days of collaborative office work and the flexibility of remote work for the remaining scheduled days.
Our office-based work is situated at our modern Tempe or Queen Creek facilities. Flexibility is key in this customer-centric environment, and call center employees should anticipate weekend and holiday work availability, aligned with scheduling requirements.
Joining our team of 300 customer service professionals means becoming part of a vibrant culture enriched with engaging events, valuable networking opportunities, and structured career development programs. This dynamic setting involves handling customer inquiries via phone and email, delivering award-winning support synonymous with the SRP name. While SRP is celebrated for its comprehensive employee benefits, an often-understated advantage of joining our customer service team is the unparalleled access it provides to broader SRP career pathways within one of Arizona’s Most Admired Companies.
Diverse Career Trajectories Begin in SRP Customer Service
Many SRP employees, now in diverse roles across the organization, began their careers in our customer service center. They exemplify the varied paths available within SRP, highlighting:
- Their individual career progression stories within the company.
- The essential skills cultivated in customer service that propelled their advancement.
- The distinct qualities that set SRP’s customer service center apart as a launchpad for success.
Rebecca Smout, Senior Product Manager, Customer Programs
Alt text: Rebecca Smout, SRP Senior Product Manager, smiling in an office setting, showcasing her professional journey from customer service.
Rebecca Smout recently celebrated her 20th year with SRP, a significant milestone in a career that began in the customer service center. Today, she thrives as an Account Manager for homebuilders participating in SRP’s ENERGY STAR® Homes program. Like many at SRP, Rebecca’s journey commenced in the call center while she pursued her degree at ASU.
Her foundational experience in customer service provided crucial skills that paved the way for her current responsibilities.
“Having previously worked in customer service, I possessed basic skills, but SRP’s call center training was far more comprehensive,” Rebecca recalls. “It focused deeply on customer understanding, employing a supportive tone to de-escalate situations, and expanding my knowledge base to handle diverse scenarios effectively.”
Her advice to aspiring Srp Customer Service representatives emphasizes embracing the call center experience, building strong professional relationships, and seeking mentorship.
“Absorb as much knowledge as you can, as it will invariably serve you in future roles and teams – perhaps as a team lead, supervisor, or even in a role you haven’t yet envisioned,” she advises.
Shon Mack, Residential Customer Service Center Supervisor
Alt text: Shon Mack, SRP Residential Customer Service Supervisor, pictured in a modern office environment, demonstrating career advancement from customer service roles.
Shon Mack began his SRP journey as a contact center representative in early 2013. His career trajectory includes roles in Customer Interactions, Customer Credit Services, Consumer Affairs, and Corporate Strategy. For the past year, he has served as a Supervisor in the Customer Service Center, leveraging his extensive experience to lead and mentor.
Shon’s time as a representative underscored the profound impact he had on SRP customers. This role honed his interpersonal skills, sharpened his active listening abilities, and enhanced his efficiency and accuracy in delivering exceptional customer service.
“These skills formed a vital bedrock upon which I’ve built my career progression,” he states.
His advice for individuals considering SRP careers, particularly in customer service: “Take the leap.”
“You will not regret the experience, the sense of fulfillment, and the unwavering support from the incredible family atmosphere within the customer service team and throughout SRP.”
Shon Mack, Residential Customer Service Center Supervisor
Zack Thompson, Residential Call Center Manager
Alt text: Zack Thompson, SRP Residential Call Center Manager, photographed in a call center setting, illustrating leadership growth within SRP’s customer service division.
Zack Thompson has dedicated 16 years to SRP, currently serving as a manager in our Tempe call center. While his career ascent began and progressed within the contact center, he also gained experience in other SRP departments. He attributes his ability to quickly adapt and learn in diverse roles to his foundational years in customer service.
“SRP is an exceptional company, and our contact center truly embodies some of our finest attributes,” Zack remarks. “I’ve witnessed countless individuals begin in the contact center and advance to various positions across SRP. With hard work, a positive attitude, and a willingness to learn, success here is within reach.”
Adam Peterson, Corporate Pricing Director
Alt text: Adam Peterson, SRP Corporate Pricing Director, pictured in a corporate office, representing career advancement from customer service to a director-level position.
Adam Peterson’s SRP career commenced in the call center while he pursued his college degree. He not only benefited from SRP’s tuition assistance program but also discovered a genuine passion for customer advocacy.
“I found my time in the call center surprisingly enjoyable, despite being somewhat introverted and initially daunted by constant phone interactions,” Adam shares. “Being a call center representative was more rewarding than anticipated. We were consistently in a position to assist people, fostering a sense of pride in our company.”
Despite a temporary departure to complete a master’s program, Adam rejoined SRP through the Business Analyst Rotational Program. He then contributed to the Accounting and Customer Billing & Accounting teams before returning to the contact center as a director. He strongly encourages those considering the call center to apply, affirming that his early customer service experience significantly contributed to his current success.
“My customer service background is invaluable in my role as Corporate Pricing Director. It allows me to balance technical and financial considerations with a constant focus on the customer experience,” Peterson explains.
Amy Gentry, Residential Call Center Manager
Alt text: Amy Gentry, SRP Residential Call Center Manager, smiling in an office setting, showcasing her long-term career growth within SRP starting from customer service in 1997.
Amy Gentry’s SRP story began in 1997 in the Residential Contact Center. Over two decades later, she remains a vital part of SRP, now serving as Residential Call Center Manager in a leadership capacity. Initially seeking a career change, Amy hadn’t envisioned the long-term possibilities at SRP.
“I initially joined SRP intending to stay in the contact center indefinitely. I was unaware of the vast opportunities within the company. Over time, special assignments within the contact center exposed me to different roles, sparking my curiosity,” Amy recounts.
Her career path includes contributions to quality assurance, residential contact center training, SRP M-Power® operations, customer communications, and the ITS Project Management Office, where she was encouraged to complete her degree. She credits her contact center experience with providing the foundational knowledge for her career trajectory. Amy advises those considering a call center career to invest in professional development and pursue higher education.
Kyla Booth, Executive Analyst
Alt text: Kyla Booth, SRP Executive Analyst, in a professional setting, representing career progression from customer service to an executive support role at SRP.
Kyla Booth’s SRP journey began 10 years ago in the customer service center. For the past two years, she has served as Executive Analyst to Alaina Chabrier, Associate General Manager and Chief Communications Executive at SRP. Starting in customer service provided Kyla with an invaluable understanding of the customer perspective, crucial in SRP’s customer-centric culture.
“The customer service team is an excellent entry point at SRP, whether you choose to build your entire career there or explore other avenues within the company,” Kyla observes. “My subsequent roles allowed me to maintain a customer-centric approach, informed by my initial experience, enhancing my understanding of SRP’s customer-focused mission.”
For Kyla, the most rewarding aspect of customer service is the daily opportunity to assist customers. She emphasizes the unique team environment at SRP’s customer service center: “Supervisors genuinely care about employees, prioritizing their well-being alongside work performance.”
Zack echoes this sentiment, highlighting the unique team dynamics and customer impact:
“The contact center environment is unparalleled in my experience.”
Zack Thompson, Residential Call Center Manager
“Our representatives are passionate about service, deeply caring for each other and our customers. I am consistently impressed by the connections our representatives forge with customers over the phone. We frequently receive unsolicited positive feedback from customers, often in the form of handwritten letters, praising their interactions with our team,” Zack adds.
Shon reinforces this customer-centric ethos: “While many companies discuss good service, SRP genuinely prioritizes the families we serve. Strategic decisions are consistently made with the customer at the forefront.”
Rebecca emphasizes SRP’s investment in employee futures:
“SRP treats employees as long-term investments in your future, a rare attribute for an entry-level role compared to other companies,” she notes. “Management genuinely wants your happiness and success here. It’s more than just a job; the call center plays a pivotal role in SRP’s operations. I proudly share that my SRP journey began there.”
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